Support
New:
- Agent Workspace accounts can now redact text and attachments for conversations conducted through Native Messaging, Sunshine Conversations, and Social Messaging in Agent Workspace.
Talk
- Localization bug - Fix was introduced to localize the country name in call details based on account location.
App Marketplace
- Denali (Theme)
- Denali is a theme packed full of features, including a prominent hero element with search functionality, sections (with icons) on the Home page, optional custom blocks, navigation style options, and much more. Everything can be branded and customized without code, making it easier than ever to launch a new help center.
- Support Change Assistant (Support) (paid)
- Support Change Assistant enables Zendesk administrators to quickly detect and fix broken references in Triggers, Automations, Views, Macros, and Service Level Agreements (SLAs). Support Change Assistant is an important companion to any effective change management process that provides peace of mind that your Zendesk instance is working the way it should.
- Screen Recording by Screendesk (Support)
- Screen Recording by Screendesk empowers the customer support team with an async and sync video app to solve tickets faster. Request screen recordings from your customers, send how-to videos to your customers, enable real-time screen sharing with your customers, easily collect browser metadata, and more with this integration.
- Streaks (Theme)
- Streaks is an ultra-modern and fully responsive Zendesk® Guide Help Center Theme (templates). It can be used by all kinds of organizations -- Technology, Education, Tour & Travel, Food, Startups, IT, Medical, Construction, Builder, Marketing, Startup, Fashion, Government, NGO, Not-For-Profit - Companies, Business, or Organizations.
- Sienna (Theme)
- Sienna is based on the latest design trends and goes through rigorous testing. All elements look and behave consistently, no matter what device you use. Fully responsive, versatile, and multipurpose, color highlights, neat and clean, etc.
Answer Bot
New:
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[Flow Builder] Added image and GIF support to the Send Message step. For more information, visit this Help Centre article.
Guide & Gather
Fixes/updates:
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Fixed a bug in the Copenhagen theme that caused the pagination button background and text to be the same color making the text invisible. When writing this, it is released to new installations of the Copenhagen standard theme and is expected to be rolled out to all existing Copenhagen standard themes by Monday, November 21st, 2022.
Explore
New:
- Report results caching
A new report results caching feature speeds up load times for frequently used reports. When a report is first created or opened by anyone in the account, its results are cached. If the same report is later opened, its cached results are used, which greatly improves loading speed. The cached data is stored until the next data sync to provide the best balance between performance and data freshness.
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Year and week time attribute
We’ve added time attributes with a combined year and week timeframe. These attributes enable week-over-week reporting across multiple years without generating inconsistent results at the beginning and end of the year. Combined year and week attributes are currently available in these datasets:
- Support: Tickets
- Talk: Calls
- Chat: Messaging tickets
- Guide: Knowledge base, Search, Community
- Sell: Deals, Calls, Products, and Activities
- WEEK_ISO functions replaced with the WEEK functions
Legacy calculation functions that were based on the ISO standard week have been replaced with functions that are based on the custom start-of-week setting. These are the functions that were removed:
- WEEK_NUMBER_ISO
- START_OF_WEEK_ISO
- END_OF_WEEK_ISO
These are the functions that were added:
- WEEK_NUMBER
- START_OF_WEEK
- END_OF_WEEK
No updates this week
- Zendesk Chat & Messaging
- Web Widget (Classic & Messaging)
- Explore
- Mobile SDKs
- Sell
- Admin Center
- Sunshine Conversations
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